Client Portal
Optima Tax, 2017 to 2021. Email marketing to Director of Strategy and Innovation.
Everything that moves a tax-relief client’s case forward: the portal where clients follow their case, plus the tools and messages that keep it moving.
What I did
- Rebuilt the client portal with tracking from first information to filing, and an easier way to send documents.
- Built a case dashboard and automated SMS servicing that showed staff where cases were stuck and moved them forward.
- Digitized a slow manual compliance check, saving $400,000 a year.
- Found and integrated partners that automated more than 70% of IRS-transcript processing.
- Stood up Optima’s first email automation, which still drives $3M+ in revenue.
What happened
Return visits rose 56%, average case-close time fell from 160 hours to 49, and monthly closed cases rose 140%.